Service Introduction Manager
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Service Introduction Manager- Bracknell- 6 Months
Candidates should hold SC clearance or be eligible and willing to undergo the process.
Role Purpose
* The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organisation and suppliers, for supply of products and services.
Key Accountabilities
* Manages the service delivery within small to medium sized accounts, or elements of service delivery within a large account, in order to deliver contracted service commitments & continual service improvements.
* Contributes to forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.
* Controls elements of service risks, service costs & improves productivity of low complexity contracts for customers & the client in order to increase profitability & continually improve cost effectiveness (Client & customer).
* Proactively manages internal and external suppliers in a service partnership as 'one service team'.
* Contributes to the continual improvement of Service Delivery standards & practices.
* Depending on the size of the account, identifies opportunities for new business and account growth.
Role Description
* Service Introduction Manager responsible driving the delivery of all services introduced within the account.
* This is a role that requires an experienced Service Delivery Manager and will provide them with the opportunity to broaden their experience which would facilitate obtaining valuable evidence in preparation for advancement.
* The role will need to be on customer site in Corsham 2-3 days per week.
Key Accountabilities
* This role is an assignment in to the Service Director.
* Responsible for the safe introduction of new services through use of defined Service Introduction processes.
* Responsible for safe changes to existing services ensuring no service degradation.
* Responsible for maintaining key customer and wider stakeholder relationships
* Responsible for maintaining key internal stakeholder relationships
* Responsible for developing/refining the Service Introduction process in conjunction with OSM and in line with current agreed SIAM processes.
* Demonstrates a clear knowledge of Service Delivery Management standards & practices. Applies these standards & practices in all activities.
Key Performance Indicators
* Service performance meets service level agreement (SLAs).
* Service availability, continuity, security & capacity.
* Delivering to cost budget.
* Improving efficiency target.
* Customer satisfaction.
* Account / Sales growth targets
Skills/Knowledge/Experience
* Customer service experience
* Excellent communication and numeracy skills
* Planning and organisational skills